Bilingual Supervisor

hace 4 meses


Monterrey, México ContactPoint360 A tiempo completo

**From Maple Leaf to Monterrey: Proudly Monterrey, Uniquely Canadian.**

**Join Our Canadian-Inspired Team in Monterrey: Embrace Excellence Together**

**Who We Are**:
Welcome to ContactPoint 360, the world’s fastest-growing global BPO.

At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together.

With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines.

Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.

At ContactPoint 360 Inc., we deeply understand the meaning of family and values.

As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace.

Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.

We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.

Our Purpose:
Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

**Responsibilities**:

- The Team Leader (Supervisor) is responsible for managing, motivating, and coordinating the account's activities to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.
- Provides direction and guidance to guarantee the consistent achievement of key performance metrics
- Achieves, measures, reports, and communicates metric goal attainment for assigned team
- Ensures accurate and timely communication of client and campaign issues to the Operations Manager
- Consistently achieves goals for Quality, AHT, CSAT, VOC, NPS, and call monitoring per week for assigned team.
- Coaches, mentors, and develops agent team for skills expansion and promotional opportunities
- Monitors, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Maintains current employee records on direct reports
- Provides Subject Matter Expertise
- Ensures training needs of subordinates are met
- Modifies operations as needed to meet service level agreements under the supervision of the Operations Manager
- Resolves escalated customer issues and Holds team meetings on a regular basis with direct reports

**Qualifications**:

- Up-to-date management skills and understanding of employee motivation
- Understanding of key performance indicators including the working knowledge to drive appropriate behavior
- Good oral and verbal communication skills and Team Player
- Good leadership, coaching, and interpersonal skills
- Good analytical, problem-solving, and work under pressure skills
- Excellent ability to coach and performance manage agents
- Ability to show eagerness to take in calls and role model behaviors that their agents can follow
- Ability to respond positively to changing environment
- Ability to motivate and encourage agents
- Ability to maintain and practice high standards of customer service
- Ability to work independently and in a team
- Good listening and communication skills
- Computer literacy (MS Excel and MS Word)
- At least 1 year of experience as a supervisor (preferred)
- Full Availability to work 48 hours schedule 6 days a week
- Schedule Availability Mon to Sat 06:00 AM - 9:00 PM
- Any Program participates
- Goals Oriented
- Outbound/Soft Sales Experience
- Excel Knowledge
- Adaptability to a fast pace environment
- Good Service Attitude
- Great Communication skills



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